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Wednesday, 09 July 2008
 
 

Complaints + Compliments = Good Communication

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Complaints + Compliments = Good Communication

Some companies track a monthly 'complaints and compliments ratio' for each branch, store, department, country or station. This approach has a fundamental flaw. Here's why: A complaints and compliments ratio encourages staff to actively avoid or suppress written complaints from customers. After all, every written complaint will impact the ratio to their disadvantage.
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